Refund policy

Salt Flat Stitches — Refund & Returns Policy

Overview

Salt Flat Stitches makes products to order and does not hold inventory. Because items are custom-made, we generally do not accept returns or offer refunds except in the cases described below.

Order cancellations

• Cancellation window: You may cancel an order free of charge within 24 hours of purchase if production has not started. After production begins, cancellations are not accepted.

• To cancel, email neha@saltflatstitches.example with your order number and reason.

Defective, damaged, or incorrect items

• If your item arrives damaged, defective, or materially different from the product description or your approved proof, we will repair, replace, or refund at our discretion.

• You must notify us within 7 calendar days of delivery. Please include clear photos of the defect/damage and your order number.

• We may request the item be returned (we will provide return instructions). If we request return shipping, we will reimburse reasonable return shipping costs.

Non-refundable items and exceptions

• Customizations requested by the customer (monograms, custom sizing, color choices, bespoke designs) are non-refundable unless there is a defect or we made an error.

• Normal variations in handmade items (minor color/shade differences, slight variations in stitching) are not considered defects.

• Shipping charges are non-refundable unless we are issuing a full refund for a defective/incorrect order.

Exchanges and repairs

• If you request an exchange due to a defect or our error, we will arrange repair or remade item at no charge where reasonably possible.

• Exchanges for change of mind are not available for made-to-order items.

Refund processing

• If a refund is approved, we will issue it to the original payment method within 7–14 business days after approval and any required return is received.

• If the original payment method is unavailable, we will issue store credit unless otherwise agreed.

How to request a review

• Email neha@saltflatstitches.example with:

• Order number

• Photos showing the issue

• Description of the problem and desired resolution (repair, replace, refund)

• We will respond within 3 business days with next steps.

Shipping losses

• If a package is marked delivered by the carrier but not received, contact us within 7 days so we can start an investigation. We are not responsible for packages lost or stolen after carrier confirmation of delivery, except where carrier liability applies.

Changes to this policy

• We may update this policy; the version on our website applies to orders placed after the effective date.

Governing law

• This policy is subject to applicable consumer protection laws. For legal questions or jurisdiction-specific terms, consult local counsel.